DRAG DROP -You are an Omnichannel supervisor for a company.The company wants to deploy an Omnichannel Insights dashboard.You need to set up and monitor KPIs.In which section is each KPI located? To answer, drag the appropriate sections to the correct KPIs. Each section may be used once, more than once, of not at all.You may need to drag the split bar between panes or scroll to view content.NOTE: Each correct selection is worth one point.Select and Place:
You are helping a company implement Power Virtual Agents with Omnichannel for Customer Service.The company has a chatbot that escalates to a manager if a customer wants to escalate from a chatbot.You need to configure a prerequisite before you can implement the chatbot.Which prerequisite should you configure?
A company is implementing Omnichannel for Customer Service.The company separates agents into teams for billing, new product inquiries, support, and warranty. The new product team currently handles text messages, emails, and live chats from the company website.The company plans to release a new product. Before the new product launch, the company wants to add the ability to manage conversations coming in fromFacebook and Twitter.You need to configure the system with the least amount of effort.What should you do?
HOTSPOT -You must set up the following:✑ A work stream must be configured to use Twitter.✑ The cases must automatically go to the next available sales representative.✑ Any existing case that comes in must be assigned automatically to the sales representative who worked on the case originally.You need to choose the correct setting.Which setting should you use? To answer, select the appropriate options in the answer area.NOTE: Each correct selection is worth one point.Hot Area:
HOTSPOT -You are implementing Omnichannel for Customer Service for a hospital.Each customer service agent has a chat capacity of 200.The implementation requirements are as follows:Each agent can take no more than two chats at a time.A new conversation must auto assign to an available agent.You need to select the conversation options to meet the requirements.Which options should you configure?Hot Area:
DRAG DROP -You are customizing a Dynamics 365 for Customer Service implementation.The call center manager requires a visual representation that includes the number of resolved cases by month for each call center agent. The chart must be visible to all users within the service area.You need to create the chart.Which three actions should you perform in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.Select and Place:
